Nicole Burnett
Kansas City
Summary
Dynamic healthcare professional with extensive experience at North Kansas City Hospital, excelling in patient access and Nursing Secretary support roles. Proven track record in enhancing patient satisfaction through exceptional communication and problem-solving skills. Proficient in HIPAA compliance and medical terminology, ensuring confidentiality and accuracy in all interactions. Committed to delivering quality care in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Nursing Unit Secretary
North Kansas City Hospital
04.2025 - Current
- Organized patient charts with diligence, ensuring accurate documentation of vital signs, medications, and treatment plans.
- Coordinated transportation services for discharged patients when needed, ensuring safe arrivals at their destinations.
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
- Provided exceptional customer service to patients and families through empathetic listening and clear communication skills.
- Participated in unit meetings, offering valuable input on process improvements and patient care initiatives.
- Managed inventory of unit supplies, placing timely orders to maintain adequate stock levels.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Patient Access Representative
Children's Mercy Hospitals and Clinics
11.2021 - 02.2024
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
Customer Care Representative
AssistRx
06.2017 - 03.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Logged call information and solutions provided into internal database.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Support Specialist
Apria Healthcare
04.2011 - 06.2018
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA10-2022
Skills
- Healthcare compliance
- Medical terminology proficiency
- Patient scheduling
- Teamwork
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Excellent communication
- HIPAA compliance
- Active listening
- Adaptability and flexibility
- Patient registration
- Insurance authorizations
- Medical terminology
Timeline
Nursing Unit Secretary
North Kansas City Hospital
04.2025 - Current
Patient Access Representative
Children's Mercy Hospitals and Clinics
11.2021 - 02.2024
Customer Care Representative
AssistRx
06.2017 - 03.2020
Customer Support Specialist
Apria Healthcare
04.2011 - 06.2018
High School Diploma -
Penn Foster Career School
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